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5 Steps to Engage Unengaged Employees in the Contact Center

As a team leader in a contact center, it can be frustrating when you have unengaged employees. These employees may be lackadaisical, uninterested in their work, or simply going through the motions without any real passion or drive. However, it’s important to remember that unengaged employees are a common problem in the contact center industry, and there are steps you can take as a team leader to help get your employees engaged and motivated.

One of the first things you can do is to try to understand why your employees are unengaged. There may be a variety of reasons for this, including a lack of clear direction, inadequate training, or a lack of recognition and rewards. Once you have a better understanding of the underlying issues, you can begin to take steps to address them.

One effective way to engage your employees is to provide them with clear goals and objectives. When employees have a clear sense of what they need to accomplish, they are more likely to be motivated and engaged in their work. Additionally, providing regular feedback and support can help employees stay focused and motivated.

Another important step is to ensure that your employees have the training and resources they need to be successful in their roles. This may include providing them with the latest technology and tools, as well as ongoing training and development opportunities. By investing in your employees, you can help them feel more valued and appreciated, which can go a long way toward increasing their engagement and motivation.

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Recognition and rewards are also important for engaging employees. Many contact centers rely on metrics such as call volume and customer satisfaction scores to evaluate employee performance. However, these metrics can be impersonal and may not always provide a complete picture of an employee’s contributions. Instead, try to provide more personalized feedback and recognition, such as thanking employees for a job well done or providing them with rewards and incentives for exceptional performance.

Finally, it’s important to create a positive and supportive work environment. This can involve providing employees with a comfortable and conducive workspace, as well as fostering a sense of teamwork and collaboration among your team. By creating an environment where employees feel valued and supported, you can help them feel more engaged and motivated in their work.

Overall, getting unengaged employees to be engaged in a contact center can be a challenge. However, by taking the steps outlined above, you can help your employees feel more motivated and engaged in their work, which can lead to improved performance and increased customer satisfaction.


Eivind Jonassen

Eivind is the co-founder and CEO of Omnicus. He is building Omnicus to help businesses optimize and streamline contact center operations through automation, and smart routing across messaging, voice & video.